Operation Center Analyst

hace 2 días

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
**The Operation Center Analyst (NOC) **has the following main roles:

- Monitor all system generated alerts from different type of devices, such as servers, networking devices, storage devices, power devices, etc.
- Ensure maximum device service availability and performance
- Provision customer network services on core equipment
- Provide support services for Engineering and other technical teams and users
- Work with third party vendors for outage escalations or issue resolution
- Communicate status of incidents or outages with the Auxis internal teams or customer as per procedures

This result in a highly diverse range of duties for the NOC analyst - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner.

The NOC analyst will frequently interact with technical support, service provisioning and sales teams from vendors and third parties, so it's important to have clear and concise communications skill.

NOC analyst will also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along with ability to multi-task and prioritize work appropriately.

Importantly, NOC analysts must have a solid understanding of Infrastructure technical environments and processes.

**Responsibilities**:

- Manage and maintain system monitoring.
- Create tickets based on monitoring results or findings.
- Assign tickets to resources based on technology, location and load
- Escalate tickets as required
- Assign proper priorities
- Discard or cancel tickets that are not required
- Communication and escalation to providers or vendors when necessary
- Complete basic troubleshooting when applicable.
- Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards
- Perform random checks on tickets to make sure they are closed with the proper comments, root cause and activities done
- Fault handling and escalation (identifying and responding to faults on monitoring systems and networks, liaising with 3rd party suppliers or engineers, handling escalation through to resolution.
- Work with vendors support contacts to resolve technical problems with computing equipment, software or services.
- Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
- Use of Auxis Service Management tools to record and maintain service calls logs.

Skills and Experience:

- English Language (B2 +)
- Device Monitoring (NOC) or technical support experience. **12 months or more**:

- Analytical and problem solving skills
- Strong sense of logic
- US Tourist Valid Visa for potential travel to US as required (cross training, operations and/or project work) desirable
- Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library) desirable
- Good communicator with a natural aptitude for dealing with people
- Basic System Administration skills

LI-JSN

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